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Fairmont Specialty Insurance Managers, Inc.

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Reviews Fairmont Specialty Insurance Managers, Inc.

Fairmont Specialty Insurance Managers, Inc. Reviews (5)

Complaint: ***
I am rejecting this response because:
Mr*** did discuss with me that the tub was a material defectIf such is the case, then why not take responsibility for replacing the tub at no cost
A Technician came to view the issue of the tub when he was let in by my fatherMy father noticed the Tech had silicone in his hand as to say “this is a quick fix”My father stated that the silicon wasn’t going to fix the problemThe Technician pushed on the open crack and made the situation worse, now causing a gaping holeEven I know when putting in appliances as this, if it is not installed properly or “fitting flush” against durable material, it will eventually fall apartBecause the tub is not fitting properly over the original tub, water is now able to get inIt is causing mold and the smell is worse as the days go onI myself, and my two boys, ages and 2, take bathsI would hate for them to get some type of pulmonary infection for the lack of what someone else was responsible for, let alone I paid good money for! Even if we were all in the tub it wouldn’t cause damage like thisI weigh about 110lbsand my sons are of course are smaller
There should be *no* gaping hole on the side of the floor if the tub was installed properlyIf the guys who were doing the labor found that it would be a problem with proper installation because of an existing problem, then this should have been mentionedIt is *unexceptable* to do a job and charge full price for a half done jobBetter yet, something I would have to replace within a four year periodI do not know anyone who has to replace a tub within a year period!
I *finally* got in touch with *** on Sept, 9thand 10th and told him that I would pick up the materials myself and have someone else install itWhich makes sense to me if it wasn’t properly installed to begin withI also asked for a refund of the money paid and was automatically shot down*** said, “No, we will fix it for $an hourIt could add up to a hour job”So now they want me to pay over $for something that was initially their fault
I am a paying customer and I thought they had the skills and efficiency to complete the task at hand in a professional mannerIt took different installers to put in tub and I can’t believe that not one of them didn’t catch this problemIt makes you think they are in it for a quick buck, not caring or realizing the job is not done in a proficient mannerI myself, not knowing much as a carpenter, common sense tells you that you can’t put something heavy on something light, or with no stability underneath
The tub was installed years ago and was *not* installed properly to have an outcome as thisIt is apparent that the tub was not fit flushThere was no “blunt force” that hit the tubAnd when talking to ***, he blatantly admitted it was “their responsibility to fix due to them not installing correctly”Not unless the suggestion is my sons are that strong, that they can physically alter an appliance as such
Yes, I did infact sign a document stating that the tub was installed, but for me to know that it wasn’t put in properly is not my profession, it’s theirs and I should not be accountable for their mistakes!
Sincerely,
*** ***

Ms. [redacted] contacted our service department and
an appointment was set for 9/4/14 to have our representative come out to assess
the complaint. The result as determined by the service rep., is...

the tub appears
to have been hit with a heavy blunt object as defined by the deep circular depression
just below the cracked area. Pictures were taken by the installer and reviewed
by management. We have come to the same conclusion.
After review, the customer was notified this was
not caused by a factory / material defect! As clearly stated in the contract
under Warranty: exclusions and Limitations, sec. 2 "
This warranty does not apply to replacement of any products made necessary by
misuse, negligence in maintenance or by use of inappropriate
cleaners".  
The installation manager / owner [redacted] discussed in professional fashion the chain of events with the customer in an
attempt to resolve this issue. The conversation ensued by explaining if the
damage was indeed a material defect, the material would be replaced under
warranty by the factory. However, the warranty does not cover labor costs in
this case. [redacted] offered a resolution by going above and beyond our normal
business practices and not charging Ms. [redacted] for the replacement tub and all
associated materials. To proceed, our prevailing labor rate of $125.00 per hour
would be charged but would not exceed an estimated time for replacement of approximately
8 man hours even if it took longer. Or less of course if it was completed
sooner. In addition, [redacted] explained if corporate would not honor the material
replacement costs due to their determination of misuse, we would still absorb
the cost of all replacement materials but would still need to charge for the labor
required to remove and reinstall the job.
Ms. [redacted] did not seem acceptable to this offer
and became quite belligerent and accusatory in an attempt to make her problem
ours by misuse of her tub / material. Ms. [redacted] states “the tub was installed
improperly and that’s what caused the damage”. Our company requires our
installers to review a post inspection form of which the customer signs as
acceptable or identifies areas of concern which we address and correct. In this
case the form was signed by Ms. [redacted] as completed to her satisfaction.
To summarize, it is the customers responsibility
to maintain the products installed. Ms. [redacted] should have called to identify
her claim of incorrect installation since the job was completed back in 2010
and not accuse our company of poor workmanship in 2014 due to the lack of her
accountability to maintain the product correctly.  In all our years with thousands of installs we
have never encountered this type of damage. Our educated evaluation is the
crack was caused by misuse.
Our offer to reconcile this issue with Ms. [redacted] is still in effect.

Tell us why here...It is difficult to comprehend the accusations made by [redacted]. I can only respond by explaining these simple and unembellished truths to answer this complaint with...

professionalism. Bath Fitter was hired / contracted to remodel [redacted] bathroom at his request. [redacted] signed a legal and binding contract at his own discretion. An agreed upon install date was given at the point of sale. At some point there after, due to the the horrid and un-kept condition of [redacted] neglected bathroom caused his plumbing issues to present more of a problem. [redacted] then started calling our office and was extremely belligerent to all he spoke with while demanding an accelerated install date. He was told repeatedly this was not possible as the schedule was full. [redacted] lack of attention to his property does not constitute an emergency on Bath Fitter's behalf. [redacted] signed the contract and agreed upon the install date at the point of sale. Again, this was done at his own discretion. He has falsely accused Bath Fitter of wrong doing. Bath Fitter is bound by state law to provide a legal and binding contract to it's customers with a three day wright of rescission. [redacted] did not exercise this option. All consumers are responsible for their own actions when signing a contracts as are we. [redacted] lies and poor maintenance of his property should not reflect on the business practices of BATH FITTER nor taint our reputation. [redacted] have no idea the amount of time, work and cost of preparing for an impending install as they have claimed. Quite frankly it is a travesty to think a consumer like [redacted] have all the internet in its favor by lying, manipulating and exaggerating the truths behind a complaint about our company. Is there no accountability on behalf of the consumer to abide by the same laws we and all other legitimate businesses are responsible and accountable for. [redacted] bathroom is approximately 100 plus years old. If they were not so irresponsible in maintaining the condition of this very old bathroom, this situation may not have occurred.
To summarize, this complaint was done out of spite! The full refund of [redacted] down payment was infact refunded some time ago. I can only hope the next business [redacted] illegally manipulate do not cause them the same unjustified burden they have caused us!

Again, Ms. [redacted] abuse of her tub is not our responsibility. Our position in this matter is clearly stated in our first response and will not change no matter how many more false accusations, slanderous statements and subjective opinions are fabricated.

Complaint: [redacted]
I am rejecting this response because:
They are actually acusing me of abusing my tub, and saying I fabricated this whole incident. Really this is how they treat customers? If bathing my 2 small sons daily and myself is abusing my tub of 4 years then I am guilty. Nothing fell in my tub it was a fracture crack on the side which when their technician showed up pressed on it and made the hole because there is a major gap under the overlay of the tub they put down. Bottom line they did not install or measure the tub properly to fit flush with the original tub and now they will not honor their Lifetime Warranty. To put the tub back in 125.00 an hour this is totally unacceptable, and obviously the way they make their money and to blame the customer for their shotty workmanship.  I have asked for a refund so I can fix the tub. I have asked for a new tub which I would have someone else install but they rejuected both offers because they want to charge 125.00 an hour for 8 to 14 hours. This Lifetime Warranty is complete joke they are not willing to accept responsibility for their actions. Why even have a warranty? They think by making it all about the customer and their so called abuse of a tub they will never have to honor the warranty. I will not stop defending myself, because I have done nothing wrong, did not abuse my tub and with a clear concious will not just go away, even though this is what they want me to do.
Sincerely,[redacted]

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